This is a personal account of my experience and does not represent any claim about the company's overall practices.

"High-quality service standards are the cornerstone of our operations. We constantly invest in upskilling our team to exceed the evolving expectations of our consumers." - Jason Lim, MD of Eurokars Auto (BMW)

A quick search on BMW Eurokars Auto Singapore will show many aspirational statements from their leadership. Encouraged by such assurances, I trusted Eurokars from the very start. Upon acquiring my car, I sent it for a paid inspection. The outcome seemed reassuring: no major issues, just routine replacements such as brake pads, absorbers, and rotors.

Less than a month later, at their servicing clinic, I was advised that additional components require replacement - engine mounting, belt, pulley, and so forth. When I took it back to Tanjong Penjuru, I was told that the vibration damper, tensioner, all three parts of the engine mounting, both drive shafts, and the vehicle battery might also need replacement. The difference in the two assessments left me uncertain, especially since I had already paid for a full inspection not too long ago.

If I had been aware of these issues earlier, I would have thought more carefully about the purchase. This turned out to be the start of several unexpected experiences for me—which I had not anticipated, given Eurokars' standing as BMW Singapore authorised dealer in Singapore.

Nonetheless, I proceeded with the recommended repairs and replacements. The first invoice amounted to SGD $9,257.68. At no point was it explained to me that the quotations were not cumulative; The earlier and later quotations were presented separately. I had assumed the total cost would be around SGD $6,000, not close to SGD $10,000. Since the work had already been completed, I paid the full bill without raising any objections.

In a similar instance, I had not specifically confirmed the replacement of my rear rotors, yet the work was carried out anyway. Since I would have needed to replace them in the near future regardless, I decided to accept the work done and made payment without raising the matter further.

Over time, further issues arose. On some occasions, repairs or servicing I had requested did not appear to be carried out as expected. Despite providing a clear list, I sometimes found myself having to send reminders before the tasks were completed. On one occasion, the invoice was finalised only after several days, even though I had already made payment.

What truly surprised me was discovering a discrepancy of SGD $1,000 in my bill—an error I only detected after carefully cross-checking the line items. Normally, I would not review an invoice in such detail, but given my earlier experiences, I decided to be more cautious. It turned out to be the right call.

The $1,000 difference related to my earlier deposit: it was listed on the invoice but recorded as $0 under the cost column. At first glance, I assumed this was just an administrative convention. However, when I manually added up all the amounts, the total was short by exactly $1,000—the deposit I had already paid. This kind of billing oversight was concerning to me, particularly given Eurokars' scale, where I would have expected a more consistent billing process.

To their credit, service recovery was offered in the form of one complimentary oil change and the waiver of some minor repair works. I accepted this resolution and moved on.

At the same time, my visits to the Tanjong Penjuru service location highlighted another difference: the lounge conditions there felt much less comfortable compared with the amenities at other Eurokars outlets. In my view, it would be helpful to maintain a baseline standard across all service centers, regardless of location. I was later told that we can visit the Porsche lounge which was one level higher after I highlighted the service experience. It was not an ideal arrangement to me, but I guess it is better than nothing.

After sending the car in for additional work, I noticed a cluster of exposed wires near the brake pedal—something I personally felt was unsafe. I find this quite unacceptable. Once I reported it, the team addressed the issue promptly and offered service recovery. They suggested collecting and returning the car, but I chose to send it back myself to make things easier for them.

Subsequently, further issues were identified, including the need to replace the control arm and other components. The control arm replacement alone cost SGD $746.58. I also requested a change of auto transmission fluid, even though I was told replacement was not considered necessary since it is described as "Lifetime oil." In hindsight, I was glad I proceeded—the fluid that was drained appeared dark in colour. That replacement cost me SGD $450.28.

The situation escalated in May 2025, when I encountered both oil and coolant leaks. Repairs amounted to SGD $8,192, and while I was initially informed the process might take around two weeks, it ultimately stretched into two months.

While I recognise that BMWs are premium cars and higher costs are not entirely unexpected, what felt consistently lacking for me was the level of service quality I had hoped for—particularly in light of the earlier experiences, with more to follow later.

At first, I intended to let the matter go as I could not confirm whether they were responsible for the peeling I noticed, and frankly, I was growing weary of repeated disputes. However, what unsettled me was discovering a noticeable gap in the centre console after a round of servicing. This was not the first time I felt the car had been returned in less-than-ideal condition.

When I raised the issue, the Service Advisor assured me it would be fixed but also mentioned that their technician had not worked on the console area. Since I send my car exclusively to Eurokars for repairs, I personally found it difficult to understand how such a defect could have arisen elsewhere.

Later, I discovered I had once again been billed incorrectly—this time not only for the transmission oil (which I had earlier been told would not be charged due to their mistake), but also for an oil change, despite me already having an existing package. I was extremely frustrated. It was difficult for me to understand how such errors could keep recurring, especially after I had previously raised concerns about billing.

After several rounds of discussion, Eurokars eventually agreed to replace the peeling buttons and trim, and to make amends with two complimentary oil changes and $200 worth of fuel vouchers. To me, it is not so much about the free oil changes but rather to make sure they learn from their mistakes and for it not to happen again. In fact, my recent oil change was carried out at 4,000+ km mark despite BMW's recommended 10,000km mark, just for convenience sake. Hence, the money I spent on oil changes is immaterial to me.

Initially, the offer had been limited to a $100 lifestyle voucher—a gesture that felt inadequate to me, given that the wrongful charge for transmission oil alone was already higher than that. Once again, this issue could easily have gone unnoticed if I had not carefully reviewed the bill.

In the end, the car was collected, the centre console fixed, and new buttons installed. Even so, the peeling plastic trim was missed, despite the fact that I had highlighted it in my complaint. They have agreed to replace it the next time I send my car in.

Later, I noticed that my oil levels continued to drop. Further inspection revealed that oil was still leaking from the timing case. When I returned, the manager explained that the problem now stemmed from a different, less accessible area of the timing case—requiring an additional SGD $2,410 in labour costs alone. This was despite the SGD $8,192 I had already spent to address the oil and coolant leaks, along with the two months my car had previously spent in their workshop.

Compounding matters, the power steering failed three weeks after the car's return. Around the same time, I discovered that the vehicle horn had also stopped working. Since the horn had been installed by Autobacs, I returned to them and was told there was an issue with the wiring. Prior to the recent repair, the horn had been newly installed and working fine, though I have no evidence to directly connect this failure to Eurokars' works.

To resolve these problems—together with an earlier transmission error message—I was quoted an additional SGD $10,788 (a discounted figure that already included the labour fees for the timing case). While I was prepared to cover the other charges, I struggled with the idea of being billed again for timing case labour when I had already entrusted the car to Eurokars specifically to resolve oil leaks in that area. The manager eventually offered a further discount, but even then the amount stood at SGD $9,541—barely a 10% Reduction. Given the history of events, I found this outcome very difficult to accept.

By this point, I had grown increasingly cautious and decided to review all my past invoices in detail. I discovered another issue: the engine oil type recorded on one of the invoices appeared to be incorrect. When I raised this, the manager assured me that the correct oil had indeed been used and that the discrepancy was a clerical error. Since this had taken place some time earlier, I had no independent way to verify the claim and could only rely on his assurance. To address the matter, he offered an additional complimentary oil change.

Additionally, I noticed that the mileage was recorded identically for two visits that were two months apart.

Beyond the monetary matters, all my discussions so far have remained at the workshop management level. I believe this is something that higher management may wish to review. I have intentionally omitted the names of staff involved, as I do not wish for them to be singled out personally.

Before writing this article, I attempted to escalate the matter to higher management through various channels, including sending LinkedIn InMails to Executive Director Charmain Kwee and Head of Communications Gem Ng , as well as a message involving MD Jason Lim, hoping they would take notice. Unfortunately, I did not receive a response.

I eventually gave an ultimatum for resolution before heading abroad, so I could minimise downtime by having the car repaired while away. Despite repeated efforts over an entire week, no agreement was reached. They were unwilling to waive the labour cost or reduce the total to a level I considered satisfactory. The final quotation came in at SGD $9,401, only about $100 less. Had I proceeded with the repair, I would have spent roughly SGD $30,000 on maintaining this car within just a few months. Eventually, I sent my car to another workshop, only to later receive a call from the manager offering a larger discount when I was overseas. Unfortunately, it is too late since I have already entrusted my car to another workshop.

So what's next?
To be fair, my BMW is over nine years old, and I have accumulated significant mileage, which could naturally accelerate wear and tear. Nevertheless, there were several instances where the service did not meet the standard I would expect from an authorised dealer—particularly one charging premium rates. Customer complaints are opportunities for companies to improve the experience; In this case, I felt that opportunity was not fully realised.

Beyond sharing my personal experience—and perhaps venting some frustration—I believe there are broader lessons in management and customer service. Having worked on the front line in customer-facing roles, I was taught one key principle: under-promise and over-deliver. In my experience with Eurokars, many basic principles of customer satisfaction seemed to have been overlooked. Additionally, there should be robust processes in place to minimise human error. Customers should not have to scrutinise invoices to pick out mistakes.

Since moving my car to other workshops, I have also discovered further issues, including a cracked intake manifold and a leaking turbo—problems that were not highlighted to me earlier. As someone not deeply familiar with the technicalities of cars, I am unsure why these were not captured during prior works.

I hope that any reflection on this does not result in penalising staff working on the ground. Instead, I see this as an opportunity for higher management to examine processes and ensure they consistently meet the standards customers expect. Having reached out personally to senior management without response, I can only hope that such feedback reaches the right ears.

Ultimately, my intention is not to single out individuals but to highlight areas where even a premium service provider can strengthen its processes and customer experience. I trust that leadership—including those like Lars Nielsen —will take such feedback in stride to continually enhance the customer experience. High-quality service is never static—it requires constant attention, accountability, and a willingness to learn from every customer interaction.

Until I regain confidence in Eurokars, I will be sending my car elsewhere for the time being. I remain optimistic that, with the right focus, Eurokars can uphold the standards customers expect and continue to improve for the future.

5 Review Photo(s)